Terms and Conditions of Sale

Grupo Empresarial Tecnológico Simbiótica S.A.S. (GETS) · NIT (Tax ID) 901.297.987-7 · Cartagena de Indias, Colombia · info@gets.com.co · WhatsApp +57 300 552 9057 · www.gets.com.co

These terms apply to all sales of GETS products and services: online store, quotations, orders, contracts and electronic invoices. By placing an order, making a payment or accepting a quotation, the customer declares that they have read and accept these terms. They are governed by Colombian law, in particular the Consumer Protection Statute (Ley 1480 de 2011), the Commercial Code (Código de Comercio), Ley 527 de 1999 on electronic commerce, and the electronic invoicing regulations of the DIAN (Colombian Tax and Customs Authority).

1. Definitions

• Physical products: equipment and hardware (cameras, access control, terminals, POS, mobile phones, accessories).
• Digital products and services: domains, hosting, VPS servers, SSL certificates, corporate email, software licenses, SaaS plans and subscriptions, online content and courses.
• Professional services: software development, websites, apps, artificial intelligence agents, integrations, consulting, support, digital marketing, installation and training.
• Customer: the natural person or legal entity making the purchase. When purchasing for personal rather than business use, the customer is a consumer within the meaning of Ley 1480 de 2011.

2. Prices, taxes and currencies

• Store prices are shown in Colombian pesos (COP) and include IVA (VAT) where applicable, unless otherwise stated. Quotations indicate whether amounts include IVA or not.
• Prices in US dollars (USD) are for reference only and are calculated using the official TRM (representative market exchange rate) of the day published by the Banco de la República (Central Bank of Colombia). The electronic invoice is issued in COP; if the price is agreed in USD, it is settled at the TRM on the invoice date.
• Withholdings (income tax, IVA or ICA) are applied according to the tax status of each party.
• Published prices may change without prior notice. The applicable price is the one confirmed at the time of the order or of the accepted quotation, during its validity period (30 days unless the quotation states otherwise).
• Third-party charges (manufacturer licenses, domains, cloud services, payment gateways or shipping) are passed on to the customer at the provider's current rate.

3. Orders and quotations

• An order is confirmed when GETS receives the payment or the agreed advance payment, or the written acceptance of the quotation (by email, signature or acceptance on the portal).
• Custom projects are carried out according to the scope, deliverables and schedule set out in the proposal. Changes in scope are quoted separately and adjust deadlines and amounts.
• GETS may reject or cancel orders with obvious pricing or inventory errors, or showing signs of fraud; in that case, it refunds 100 % of the amount paid.

4. Payment methods

• Online payments by card, PSE (Colombian online bank transfer system) and digital wallets (processed by Mercado Pago and other payment gateways), bank transfer, payment links and, when agreed, financing through GETS Solutions.
• Recurring services (hosting, SaaS, support, subscriptions) are paid in advance for each period. If payment is not made on time, the service may be suspended after notice to the customer, and reactivated once the account is brought up to date.
• Credit invoices must be paid within the term stated on the invoice. Late payment accrues interest at the maximum legal rate in force as certified by the Superintendencia Financiera (Financial Superintendence of Colombia).
• GETS does not store card data: it is processed directly by the payment gateway.

5. Electronic invoicing

• GETS issues a DIAN-validated electronic sales invoice for each sale, sent to the email address registered by the customer. The customer must provide correct and complete information (company name or full name, NIT or national ID number, address, email and tax obligations); GETS is not liable for errors caused by incorrect information.
• Corrections and cancellations are made through electronic credit or debit notes, never by editing the invoice.
• In accordance with the Commercial Code (Código de Comercio, art. 773) and DIAN regulations, the invoice is deemed accepted if the customer does not dispute it in writing within three (3) business days following its receipt. Claims must be sent to info@gets.com.co stating the invoice number.
• The electronic invoice, together with these terms, constitutes evidence of the transaction and is enforceable as a writ of execution (mérito ejecutivo) under the law.

6. Delivery of products and services

• Digital products: are activated or delivered online (by email, portal or control panel), normally within 24 business hours following payment confirmation. Domains are subject to confirmation of registration.
• Physical products: are delivered at the agreed location. Shipping times depend on the carrier and the city; risk passes to the customer upon delivery. Upon receipt, the customer must inspect the condition of the package.
• Professional services: are delivered in phases or milestones according to the proposal. Each delivery is deemed approved if the customer does not submit comments within five (5) business days thereafter.

7. Right of withdrawal (distance purchases)

In distance sales (online store, telephone, WhatsApp), the consumer may withdraw within five (5) business days following delivery of the product or the conclusion of the service contract, as provided in article 47 of Ley 1480 de 2011. The product must be returned in the same condition in which it was received, and the return shipping costs are borne by the consumer. GETS refunds the money within thirty (30) calendar days thereafter.

Under the same law, the right of withdrawal does not apply to, among others: services whose performance has already begun with the consumer's agreement; custom-made or personalized products or services (software, websites, apps, designs, AI agents); digital content, licenses or software already downloaded, delivered or activated; domain registrations and renewals; and products that by their nature cannot be returned.

8. Payment reversal

When payment was made by card or another electronic means, the consumer may request a payment reversal in the cases set out in article 51 of Ley 1480 de 2011 and Decreto 587 de 2016 (fraud, unsolicited transaction, product not received, or product that does not match the order or is defective). The request must be filed within five (5) business days after the consumer became aware of the event, with both GETS and the issuer of the payment instrument.

9. Returns, exchanges and refunds

• Physical products: exchanges or returns are accepted for manufacturing defects within the warranty period, or by exercise of the right of withdrawal in distance purchases. The product must be complete, with its accessories, packaging and invoice.
• Domains: are non-refundable once registered or renewed with the registrar.
• Hosting, VPS, email and SaaS: may be cancelled at any time effective for the next period; the period already paid and in progress is not refunded, except in the event of a service failure attributable to GETS.
• SSL certificates and third-party licenses: are non-refundable once issued or activated; the manufacturer's policies apply.
• Professional services and custom projects: the advance payment covers design and planning work and is non-refundable once the project has started. If the customer cancels, they shall pay for the work performed to date.
• Online courses and content: refundable within the withdrawal period if the content has not been accessed.
• Approved refunds are made through the same payment method, or by transfer to the account holder's account, within thirty (30) calendar days following approval. Third-party gateway or bank fees may be deducted where permitted by law.

10. Warranties

• Legal warranty: all products carry the legal warranty of quality, fitness and safety under Ley 1480 de 2011. For equipment and hardware, the manufacturer's warranty period applies or, if none is stated, one (1) year.
• Software and developments: GETS corrects errors in the deliverables free of charge for ninety (90) calendar days after final delivery, provided that the code has not been modified by third parties. Changes and new features are quoted separately.
• Cloud services: GETS strives for high availability and performs backups, but is not liable for failures of internet or power providers, third-party data centers, or force majeure events.
• The warranty does not cover damage caused by misuse, impacts, moisture, power fluctuations, third-party installations or unauthorized tampering.
• To make a warranty claim, the customer must present the invoice and describe the fault; GETS will respond within fifteen (15) business days thereafter.

11. Intellectual property and licenses

• For custom developments, the economic rights to the code and deliverables are transferred to the customer once the total project price has been paid. GETS retains its own libraries, components, templates and tools, which it licenses to the customer for use within the project.
• Third-party software licenses are governed by the terms of each manufacturer. GETS's proprietary platforms are licensed on a subscription basis for as long as the subscription remains in force.

12. Customer obligations

• To provide the necessary information, content, access credentials and approvals on time; delays on the customer's part shift the delivery deadlines accordingly.
• To use the services in accordance with the law: not to host illegal content, spam, malware or content that infringes third-party rights. GETS may suspend any service that breaches this rule.
• To safeguard their usernames, passwords and access credentials.

13. Liability

GETS's liability is limited to the amount paid for the product or service giving rise to the claim, except in cases of willful misconduct or gross negligence, and without prejudice to consumer rights that cannot be waived. GETS is not liable for loss of profits or indirect damages, nor for non-performance caused by force majeure, acts of God or acts of third parties.

14. Confidentiality and personal data

GETS keeps the information of its customers and projects confidential. Personal data is processed in accordance with Ley 1581 de 2012 (Colombian Data Protection Law) and our Privacy and Data Processing Policy.

15. Requests, complaints, claims and suggestions (PQRS)

We receive PQRS by info@gets.com.co, WhatsApp +57 300 552 9057, the contact form or at our offices. We respond within fifteen (15) business days. If the consumer is not satisfied, they may contact the Superintendencia de Industria y Comercio (SIC – Colombian Superintendence of Industry and Commerce) (www.sic.gov.co).

16. Financing

Credit for purchasing equipment and technology is granted and managed by GETS Solutions (getsolutions.com.co), under its own credit terms. Inquiries about balances, installments, and device locking and unlocking are handled there.

17. Governing law and amendments

These terms are governed by the laws of the Republic of Colombia. The parties will first seek to resolve any disputes directly; if this is not possible, they shall be submitted to the courts of Cartagena de Indias, without prejudice to consumer protection actions. GETS may update these terms; the version applicable to each sale is the one published on the date of the order or invoice.

Last updated: November 4, 2026.